Office Manager

DESCRIPTION

The Office Manager is part of an integrated team that supports the mental health counseling staff and the Clinical Site Manager (CSM). This position is the initial primary administrative contact for the respective Light Counseling office. This position is supervised by and reports to the Client Care Manager.

This critical support position will be the first point of contact for current and potential clients, visitors, community partners, and referral sources, and it requires the ability to interact and relate well with the public. This position will provide support duties to include (but not limited to) client billing/collections; scheduling, billing accuracy and reconciliation; improvement/development and implementation of operational policies and procedures to improve workflows, research, and utilization of new and existing tools in the Electronic Health Record (EHR) and other applications, greeting persons entering the office, handling client referrals, collecting registration paperwork and client payments, answering inquiries via in-person, phone, or email settings, scheduling and rescheduling sessions.

LEVEL OF RESPONSIBILITY:

Employment with Light Counseling is confidential and operates in accordance with federal and state privacy laws and practices (e.g., HIPAA). All work is performed under supervision, but it does require the ability to function effectively independently, with flexibility, initiative, maturity, and decision-making within the framework of Light Counseling policy and procedures. 

CONFIDENTIALITY NOTICE

Employment with Light Counseling is confidential and adheres to federal and state privacy laws and practices (i.e., HIPAA). Employees are expected to work independently and have flexibility, initiative, maturity, and decision-making within Light Counseling’s policy, procedures, and employee handbook.

DUTIES AND RESPONSIBILITIES:

Office Administration:

• Oversee daily office operations including scheduling, front desk management, and administrative workflows.
• Ensure the office is well-maintained, including managing office supplies, equipment, facilities management, and technology needs.
• Create, update, and enforce office policies and procedures in compliance with industry standards.
• Take responsibility for minor cleaning tasks as needed, such as wiping down surfaces, tidying up shared spaces, and restocking supplies.
• Empty trash bins as necessary and coordinate with cleaning staff for larger maintenance tasks.
• Monitor office cleanliness standards and report any facility issues that require professional cleaning or repairs.

Patient Services

• Manage the patient intake process, ensuring accurate collection of patient information and insurance verification.
• Supervise the scheduling of appointments, ensuring efficient use of provider time and optimizing patient flow.
• Address patient inquiries, concerns, and complaints promptly and professionally.

Staff Management

• Assists the Client Care Manager in recruiting, training, and supervising the office’s administrative staff, including receptionists, billing personnel, and other support staff working at the respective office.
• Conduct performance evaluations and provide ongoing feedback to staff to promote professional growth and development.
• Create staff schedules and ensure proper coverage during business hours.

Client Intake & Scheduling

• Serve as the primary contact for new clients, responding to inquiries via phone, email, and secure messaging.
• Guide clients through the intake process, including explaining services, collecting demographic and clinical information, and verifying insurance coverage.
• Accurately schedule initial appointments based on provider availability, client needs, and insurance requirements.
• Ensure that all required intake forms, consent documents, and assessments are completed before the first appointment.

Compliance & Documentation:

• Ensure compliance with HIPAA and other healthcare regulations, maintaining confidentiality of patient information.
• Maintain accurate and organized patient records, including medical, billing, and insurance documentation.
• Ensure the office adheres to all state and federal regulations concerning mental health services.

Coordination with Clinical Staff:

• Act as a liaison between clinical providers and administrative staff to ensure seamless communication and support.
• Coordinate with healthcare providers regarding patient schedules, billing issues, and other administrative matters.
• Assist providers with administrative tasks as needed, such as managing clinical paperwork or coordinating patient follow-ups.

Technology & Systems Management:

• Oversee the use of electronic health record (EHR) systems, ensuring accurate documentation and proper use by staff.
• Troubleshoot basic technical issues and coordinate with IT for system maintenance or upgrades.

All other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• Familiarity with an Electronic Health Record (EHR), and ICD and CPT coding is preferred;
• Knowledge of office operations and customer service practices
• Ability to listen to others and interact well with the public
• Understanding of federal and state privacy and security laws, regulatory requirements, and standards for maintaining information security and confidentiality.
• Must demonstrate an understanding of and an appreciation for cultural diversity and inclusivity
• Ability to learn quickly new and existing tasks, platforms, and workflows
• Ability to learn quickly and be able to train others
• Ability to effectively communicate information and respond to clients, staff, and community partners.
• Demonstrate the ability to focus on details, complete assigned projects, meet deadlines, and prioritize multiple competing tasks in a fast-paced, team-based environment.
• Ability to define problems, collect data, establish facts, research solutions, and draw valid conclusions.
• Ability to problem-solve a variety of hardware and software issues and design forms and reports
• Ability to provide assistance with practice billing and collections
• Be detail-oriented, organized, self-motivated, and possess strong time management and problem-solving skills to handle multi-faceted conversations and situations
• Be proficient with operating Microsoft devices
• Be proficient with Microsoft Office 365 (Outlook, Word, Excel, Teams), JotForm (preferred), Canva (preferred), and have the initiative to learn and become proficient with all other platforms and applications.

The Office Manager is an integral part of the team and must be willing to not only be flexible, but also learn and accept new responsibilities, work well with others, and contribute to the mission and values of Light Counseling.  The Office Manager must represent Light Counseling to all clients in a manner that reflects its values.

MINIMUM QUALIFICATIONS

Education:

• High School diploma or equivalent 
• Equivalent work experience in a similar role may be considered.

Experience:

• 3-5 years of office management experience, preferably in a healthcare or mental health setting.
• Experience with electronic health record (EHR) systems and healthcare billing processes.
• Familiarity with HIPAA and other relevant healthcare regulations.

Skills:

• Strong leadership and staff management skills.
• Excellent communication and interpersonal abilities, with a focus on patient and staff relations.
• Strong organizational and problem-solving skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and healthcare management software.

Salary : $40,000 - $55,000